PENGARUH KUALITAS LAYANAN DAN PERSEPSI BESAR MARGIN PEMBIAYAAN TERHADAP KEPUTUSAN PERMOHONAN PEMBIAYAAN SERTA DAMPAKNYA TERHADAP KEPUASAN NASABAH

THE INFLUENCE OF SERVICE QUALITY AND PERCEPTION OF LARGE FINANCING MARGIN ON FINANCING APLICATION DECISIONS AND THEIR IMPACT ON CUSTOMER SATISFACTION Vironica Nurani Fakultas Ekonomi Universitas Negeri Jakarta e-mail: vironicanurani@gmail.com ABSTRACT The rise of digitalization of financial services has led to a lot of oef emerging fintech (financial technology) start-ups. However, because fintech start-ups hs several risk, the Bank remains the main option in the selecting of financing/ credit services for the bankable community. The imortance of service quality factors and the perception of large financing margins that are in accordance with the customer needs in order to increase the market share of Islamic finance which is still at 5,7%, the researchers feel the need to conduct this study. This research was conducted at PT Bank Syariah Mandiri, the sample was taken werre 224 customers with a purposive sampling methode. Data collection is done by distributing questionnnaires using a 5-point Likert scale to measure 33 indicators. The analysis technique used is SEM with the AMOS 22.0 program to calculate the effect of each variabel. The results revealed that service quality has a positive and significant effect on financing aplication decisions, service qualitity has a positive and significant effect on customers satisfaction, perception of large financing margin has a positive and significant effect on customer satisfaction, financing aplication decisions have a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction mediated by financing aplication decisions, the perceptions of large financing margins has a positive and significant effect on customer satisfaction variables mediated by variable financing decisions. Keywords: Service quality, perception of large financing margin, financing aplication decisions, customer satisfactio